What Does Customer Service Mean To You?

I’ve been workin’ customer service jobs since I was in high school.

Since 14, I believe.

I’ve done whole lot too.

Worked in public schools, retail, offices, parks, recreation centers, bars/ restaurants, theaters.

Cleaned up facilities. Sold stuff (B2C). Cold called folks.

Promotional stuff (handin’ out flyers). Posted signage. Emailed over 500 clients a day.

Worked gruelin’ 15 hour shifts. Grindin’ it out for tips.

I work.

Super hard too.

Through all this, I’ve gained a ton of street smarts and an understandin’ of customers. And people, in general.

Besides workin’ a whole lotta jobs – I’ve also been on a bunch of job interviews. Probably over 75 in the span of 4 years. Not kiddin’ at all either.

And interviewers always ask me the question – What Does Customer Service Mean To You?

And that question should be a question that should stump you, but it’s real easy.

Customer service is problem solvin’ by bein’ as calm as possible. And doin’ it quickly as possible.  Basically, conflict resolution.

Cause problems will always happen.

Stuff will break down.

People will act crazy (cause they’re irrational and emotional).

You just act calm. And patiently address the problem.

And here’s the surprisin’ thing I’ve noticed – some customers you just can’t help. At all.

For whatever reason.

Maybe they don’t like you.

Maybe they’re too far gone, emotionally.

Maybe they wanna steal your money.

If none of your persuasive abilities work on the customer – then, sadly, that’s not the customer for you.

You can’t help every customer.

Just be nice. And find some else can help them.

Another vender. Another employee. Another store.

And, yes, you’re losin’ business.

But if you’re tryin’ to help a customer.And you’ve set rules, prices, guidelines. And they can’t meet ’em.

And you’ve tried your best to work somethin’ out – then, that’s it.

Point ’em somewhere else. To someone that can help ’em.

Just be nice ’bout it.

Later,

Jamual

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My Marketin’ Strategy (Empathy – based)

Marketin’ and Advertisin’ are old games. Ever since the dawn of man, we’ve used ways to divert our desired person attention so that we can persuade them.

Cause, to me, that’s what marketin’ is.

You – as a marketer/salesman – follow what people are doin’ and you respond to it by givin’ ’em what they want. To the T.

All your favorites companies do it.

Apple.

Google.

Nike.

All of ’em. Some do it better than others, but that’s business, right?

I even do it at my job.

For example, my customers always point out that they like a certain type of gum. Or that they would like a mirror in the bathroom (remember I’m a bathroom guy).

So, what do I do?

I respond to their requests.

I buy tons of gum. And a mirror too.

I satisfiy their wants. And they tip me for it.  That to me is what marketin’ is.

Figure out what the person wants. And give it to ’em. Usin’ empathy.

I call it a customer first marketin’ strategy. Cause without the customer – you don’t make no moolah. At all.

This video by Gary V is the basis of all my “marketin’ strategy.”

My head exploded when I saw this.

Knowin’ your customer is the biggest thing that has helped make tips in the restaurant/bar industry. And is somethin’ I’m gonna take into other industries as well.

I know my customers. I remember lil’ details that they tell me.

What job they do?

Do they have a job?

Previous job?

Why did come to bar? Just to get drunk. Or to get girls? Or to chill?

What is it? What’s their goals?

So, I’ve read stuff like this in other direct response marketin’ books like the Dan Kennedy No B.S. series.

But I didn’t understand it till I used my active listenin’ skills to understand other people. Cause that’s how I interact. I focus all my attention on the person – tryin’ to figure ’em out. And try to give to ’em want they want.

The second chapter of Dale Carnegie’s How to Win Friends and Influence People – says, “The only way I can get you to do anything is by giving you what you want.” 

That is the foundation of my salesmanship.

Hell, our next President has done it extremely well.

He heard the voices of Middle class Americans that lost their factory jobs due to bad trade agreements. And used that passion to win that Presidency. Amongst other factors too.

All he did was listen to main concerns of voters (economics – jobs) and spoke ’bout it.

He gave ’em what they want.

This strategy has helped me up to this point too. It’s powerful…

… So in closin’ – just remember …

… It’s always the customer first!

Peace,

Jamual